Patient Care Advocate
About The Position
The Patient Care Advocate delivers high-quality, empathetic, and efficient support to LucyRx members through Care Guide programs, including inbound member support and proactive outreach. This frontline role handles member inquiries, outreach follow-up, issue resolution, and guidance, providing timely and accurate assistance in accordance with company standards and applicable regulations. The advocate works with Team Leads, leadership, and cross-functional partners to resolve member needs, support program goals, and uphold member experience, quality, and compliance standards. The role supports Care Guide workflows and patient advocacy programs, documents outreach and outcomes in approved systems, and escalates complex or sensitive cases when appropriate. It also coordinates with internal teams to help resolve member needs and shares frontline insights to improve workflows and programs.
Requirements
- Experience in healthcare operations, patient advocacy, care coordination, customer service, or related fields is preferred.
- Strong communication and interpersonal skills.
- Ability to meet real-time performance, member outreach, and service metrics.
- Excellent problem-solving and decision-making skills.
- Knowledge of HIPAA and healthcare compliance standards.
- Proficiency in Microsoft Office tools.
- High emotional intelligence and a member-centered mindset.
- Candidates without current Certified Pharmacy Technician (CPhT) certification must demonstrate the ability and willingness to obtain it within six months of hire or promotion into the role.
Nice To Haves
- Experience in PBM, specialty pharmacy, or healthcare services.
- Certified Pharmacy Technician (CPhT) credential.
- Experience in call center or service-based healthcare operations.
- Experience supporting remote or distributed teams.
- Demonstrated ability to work effectively and adapt in a fast-paced, team-oriented environment.
Responsibilities
- Respond to member inquiries and conduct approved outreach with timely, accurate, and compassionate support.
- Conduct proactive outreach for assigned Care Guide programs, including education, follow-up, engagement, and resolution of member needs.
- Meet productivity, quality, and schedule-adherence expectations, escalating concerns as appropriate.
- Follow established workflows and outreach priorities to resolve member needs accurately and efficiently.
- Identify operational issues or trends and communicate them to the Team Lead or leadership.
- Support consistent execution of Care Guide, patient advocacy, and member outreach programs according to established workflows and standards.
- Accurately document outreach attempts, member engagement status, outcomes, and next steps in approved systems.
- Maintain adherence to policies, procedures, documentation requirements, and program-specific expectations.
- Provide frontline feedback on workflow effectiveness, member friction points, and improvement opportunities.
- Identify complex, sensitive, or high-impact member needs and escalate them when appropriate.
- Support challenging member cases with professionalism, empathy, accuracy, and a member-centered approach.
- Ensure escalations, outreach outcomes, and follow-up needs are documented, tracked, and communicated through appropriate channels.
- Maintain HIPAA compliance and adherence to applicable regulatory, client, and internal requirements.
- Apply quality standards and best practices consistently, and report quality concerns or recurring compliance issues to the Team Lead or leadership.
- Coordinate with Client Success, Clinical, Pharmacy, Quality, and Analytics teams as needed to support timely member resolution.
- Share frontline insights, trends, and recurring issues to support continuous improvement across Care Guide programs.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
